One of our members related the following experience recently on our boards. I am posting here with his permission...
"The other day, I had an interesting opportunity to compare and contrast customer service between US and CO, trying to re-book a non-refundable ticket for flights I didn't take. First, some background: my company has changed travel agencies. As such, we were provided with a list of ticket numbers and amounts and were told to use them first - these were non-refundable tickets that were not flown and had residual value. Usually, our travel folks would deal with these, but, alas, they don't transfer between agencies (at least this is what we were told) and we're left to deal with the airlines directly. I found out last Tuesday (9/25) that I need to be in Baltimore Monday and Tuesday of the coming week (10/1 & 10/2) - Eureka! An opportunity to use one of these standing tickets. Here's my story:
US
Was hanging in the LGA club at a work carrell near the windows and the mouse traps. I found a US itinerary that met my time needs, and called the Platinum Preferred line to reuse a ticket with a value of just under $500. Rosita, the agent, had no idea what I was talking about. I provided her my ticket number 3 times and she "had no record of it." Before I could ask her to get a supervisor, she offered to put me on hold and get one to help me. Fine, no problem. Supervisor (who didn't give her name, unless her parents really were cruel and named her "Supervisor"...) comes on the line, and it becomes apparent that there will be a language barrier. As I sit in the club, screaming the ticket number into the phone, "ZERO - THREE - SEVEN - SEVEN - TWO - no, TWO - FOUR - etc." some others there silently wondered if I had neglected to take my medication that morning. After FINALLY communicating what I wanted to do, she says: "Oh, sir. I am sorry. You have no tickets to use on your profile. Goodbye." <disconnect> HMMM, ODD, I have a list of FIVE tickets that I'm supposed to reuse.
OK, I'm in the club, I'll ask the agents if they can help me. HAHAHA. No, I'm told that "that's a ticketing issue - you need to go out to the ticket counter." Like hell - my flight leaves in 20 minutes.
TOTAL TIME SPENT: 25 minutes
RESOLUTION: Unresolved
CO
Thwarted in my attempt to book with the US Platinum line, I realize that I hold a NR ticket on CO that I can use. And, lo and behold, there's a connecting flight through CLE that works, timewise. Unfortunately, I don't have my CO Platinum Elite card, so I have to dial the *gasp* general res number.
I get Mike, who immediately understands what I want to do and asks for my travel plans. I tell him PIT - BWI, and he finds the same flights I do, AND, the prices are lower than what I found on the *new and improved* corp travel site. He promptly rebooks the ticket, and refunds the remaining amount via an electronic voucher, which he gives me the PIN for over the phone, and promises to mail me the info on the same. He also says "I notice you have provided us with your email and FAX number, would you like me to send you a copy of your itinerary?" Absolutely. He then asks if I need help with hotel, car, or other services in BWI -- no, thanks. He then says, "I notice you're a Platinum Elite customer, let me give you that dedicated 800 number..." Cool, I almost forgot, this guy is from "general res"...he's been great. "Anything else, Mr. Customer?" No... "Well, thank you for calling Continental, I want you to know how much we appreciate your business. Have a great day!"
WOW ---- they a.) completed my request... b.) did it cheerfully... c.) thanked me for my business and told me I was appreciated as a customer...
TOTAL TIME SPENT: less than 5 minutes
RESOLUTION: Booked my flight and resolved to move my business to CO. If they're this good on the phone, I can't wait to see what the flight will be like... "
So here's a question. How much of this is due to not having the tools and how much of this is due to just not caring any more? I realize the two are related, but the difference between the two carriers is night and day, and the experience above has unfortunately become the norm rather than the exception in US' case.
Oh and I know for a fact that CO senior management has their priorities right--they appreciate and respect their employees as well as their customers...and their actions back up their words.
Someone said that Tempe is laughing all the way to the bank. They may be today, but the forecast for tomorrow ain't lookin so good....regardless of what they say, elites are leaving in droves....and with service experiences like the one above, can you blame them?
I feel bad for having left--I did not renew my club for the first time in 8 years, and I am cancelling my B of A VISA....and many of our members are doing the same.
The first step in solving a problem is acknowledging you have one......something I fear Tempe will never do.
I miss my friends at US---I do, but I no longer have a realistic expectation of reliable service.....so my hand is forced...
"The other day, I had an interesting opportunity to compare and contrast customer service between US and CO, trying to re-book a non-refundable ticket for flights I didn't take. First, some background: my company has changed travel agencies. As such, we were provided with a list of ticket numbers and amounts and were told to use them first - these were non-refundable tickets that were not flown and had residual value. Usually, our travel folks would deal with these, but, alas, they don't transfer between agencies (at least this is what we were told) and we're left to deal with the airlines directly. I found out last Tuesday (9/25) that I need to be in Baltimore Monday and Tuesday of the coming week (10/1 & 10/2) - Eureka! An opportunity to use one of these standing tickets. Here's my story:
US
Was hanging in the LGA club at a work carrell near the windows and the mouse traps. I found a US itinerary that met my time needs, and called the Platinum Preferred line to reuse a ticket with a value of just under $500. Rosita, the agent, had no idea what I was talking about. I provided her my ticket number 3 times and she "had no record of it." Before I could ask her to get a supervisor, she offered to put me on hold and get one to help me. Fine, no problem. Supervisor (who didn't give her name, unless her parents really were cruel and named her "Supervisor"...) comes on the line, and it becomes apparent that there will be a language barrier. As I sit in the club, screaming the ticket number into the phone, "ZERO - THREE - SEVEN - SEVEN - TWO - no, TWO - FOUR - etc." some others there silently wondered if I had neglected to take my medication that morning. After FINALLY communicating what I wanted to do, she says: "Oh, sir. I am sorry. You have no tickets to use on your profile. Goodbye." <disconnect> HMMM, ODD, I have a list of FIVE tickets that I'm supposed to reuse.
OK, I'm in the club, I'll ask the agents if they can help me. HAHAHA. No, I'm told that "that's a ticketing issue - you need to go out to the ticket counter." Like hell - my flight leaves in 20 minutes.
TOTAL TIME SPENT: 25 minutes
RESOLUTION: Unresolved
CO
Thwarted in my attempt to book with the US Platinum line, I realize that I hold a NR ticket on CO that I can use. And, lo and behold, there's a connecting flight through CLE that works, timewise. Unfortunately, I don't have my CO Platinum Elite card, so I have to dial the *gasp* general res number.
I get Mike, who immediately understands what I want to do and asks for my travel plans. I tell him PIT - BWI, and he finds the same flights I do, AND, the prices are lower than what I found on the *new and improved* corp travel site. He promptly rebooks the ticket, and refunds the remaining amount via an electronic voucher, which he gives me the PIN for over the phone, and promises to mail me the info on the same. He also says "I notice you have provided us with your email and FAX number, would you like me to send you a copy of your itinerary?" Absolutely. He then asks if I need help with hotel, car, or other services in BWI -- no, thanks. He then says, "I notice you're a Platinum Elite customer, let me give you that dedicated 800 number..." Cool, I almost forgot, this guy is from "general res"...he's been great. "Anything else, Mr. Customer?" No... "Well, thank you for calling Continental, I want you to know how much we appreciate your business. Have a great day!"
WOW ---- they a.) completed my request... b.) did it cheerfully... c.) thanked me for my business and told me I was appreciated as a customer...
TOTAL TIME SPENT: less than 5 minutes
RESOLUTION: Booked my flight and resolved to move my business to CO. If they're this good on the phone, I can't wait to see what the flight will be like... "
So here's a question. How much of this is due to not having the tools and how much of this is due to just not caring any more? I realize the two are related, but the difference between the two carriers is night and day, and the experience above has unfortunately become the norm rather than the exception in US' case.
Oh and I know for a fact that CO senior management has their priorities right--they appreciate and respect their employees as well as their customers...and their actions back up their words.
Someone said that Tempe is laughing all the way to the bank. They may be today, but the forecast for tomorrow ain't lookin so good....regardless of what they say, elites are leaving in droves....and with service experiences like the one above, can you blame them?
I feel bad for having left--I did not renew my club for the first time in 8 years, and I am cancelling my B of A VISA....and many of our members are doing the same.
The first step in solving a problem is acknowledging you have one......something I fear Tempe will never do.
I miss my friends at US---I do, but I no longer have a realistic expectation of reliable service.....so my hand is forced...
) that were about to expire.
